Complaints

At Baycorp we like to hear from you.

We take all complaints seriously because we want to improve our processes and provide the best service possible for both customers and clients. We hope you find our complaints process accessible. All complaints are treated in a fair, objective and efficient manner.

To ensure your questions are answered as quickly as possible by the right person in our team, it is important that you provide us with the right information.

Our complaints fall under two categories:

1) Complaints - Feedback or questions you have relating to Baycorp's processes or the service you have received

2) Case Concerns - Challenges you may be experiencing with your case for example:

- It is not my debt
- Amounts and balances owing
- I have already paid

For Case Concerns it is imperative that you include the following information to help us ensure we have the right person. Your name can be more common than you think and we don't want to contact the wrong person.

To raise a complaint online please use the complaints form, alternatively you can email complaintsaus@baycorp.com.au or you can call us on 1300 305 087 or via post: c/- Complaints, Baycorp (Aust) Pty Ltd, Locked Bag 5031, Parramatta NSW 2124

For further information on our complaints handling process, please see the 'complaints process' section. Our complaints handing process complies with the Australian Standard 3806-2006 Complaints Handling.

Types of complaints handled

Baycorp's Complaints Handling process covers all operational aspects for Baycorp in both Australia and New Zealand.

Information to provide for a complaint

In order to investigate your complaint effectively we may need the following information:

- Proof of identity
- Your contact details, which should include your physical address, best contact phone number and email
- Sufficient detail and relevant documents that may support the complaint and its resolution

Length of time taken to resolve a complaint

The length of time we take to resolve your complaint will depend on the nature and complexity of the issues you have raised, and the extent of the enquiries we need to make to address those issues.

Here are the targets we set ourselves to try and resolve your complaint:

- Where possible we will attempt to resolve matters at first point of contact
- We aim to acknowledge all complaints received within two working days of receipt
- We will try to respond to the majority of all complaints within 10 working days of receipt

For complaints that require in-depth investigation or additional information, we attempt to respond within 30 working days of receipt.

Where it has not been possible to complete the complaints review process within 30 working days, we will notify you of the reasons for the delay and provide an updated target date for resolution.

Acknowledgement and all correspondence will be carried out either by post, email or telephone.

Name *Email *CompanyPhone *Date of Birth

Baycorp Account (if known)Physical Address *Postal AddressMessage *

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Thank you for taking the time to write to us.

We aim to acknowledge all complaints within two working days either by email or telephone. If we can, we will resolve the matter at the first point of contact, however, this may take longer if additional answers or information from third parties is required.